Payments Support Associate

This is a fully remote position, open to applicants in United States, +2 more locations.

📋 Description

• Provide high-volume assistance via phone, email, and chat to small and medium-sized businesses (SMBs), merchants, and clients utilizing payment processing solutions.

• Recognize at-risk merchants by evaluating account activity, transaction patterns, and support interactions; deliver customized retention strategies.

• Diagnose and resolve issues related to transaction failures, funding delays, chargebacks, fraud notifications, and account modifications.

• Assist businesses during onboarding, platform navigation, and utilizing advanced account functionalities.

• Support direct software users, third-party partners, and integrated Software as a Service (SaaS) platforms.

• Instruct merchants on best practices for payment processing, PCI compliance, and fraud prevention measures.

• Detect and escalate complicated payment disputes, risk evaluations, and compliance issues.

• Keep precise records of customer interactions, troubleshooting efforts, and resolutions in the CRM system.

• Contribute to a support strategy that prioritizes merchants.

• Remain informed about payment processing regulations, chargeback policies, and industry developments.

⛳️ Requirements

• Previous experience in customer support, ideally within financial services, B2B payments, banking, or fintech is advantageous, though not mandatory.

• Proficient in effectively de-escalating calls and providing solutions that diminish churn and improve customer satisfaction.

• Comfortable utilizing CRM systems, payment gateways, and merchant account platforms.

• Excellent verbal and written communication abilities, with a knack for simplifying technical payment processing concepts.

• Adaptable to fast-paced, high-volume settings while efficiently managing multiple responsibilities.

• Competent in promptly identifying, troubleshooting, and resolving payment-related challenges.

• Strong critical thinking and analytical capabilities with an emphasis on solution-oriented approaches.

• Capable of handling sensitive financial information with confidentiality and professionalism.

• Firm dedication to customer satisfaction and building relationships.

• Must be eligible to work in the United States or Canada without sponsorship.

🏝️ Benefits

• Flexibility to work in a manner that suits you—whether in-office, remote, or hybrid—within your employment country.

• Comprehensive health and wellness benefits starting from Day 1, including an annual wellness stipend.

• 401k plan with a match of up to 4% and immediate vesting.

• Flexible and generous time-off policy (FTO).

• Employee Stock Purchase Program.